Help desk

Job Description

Piedmont Virginia Community College (PVCC) is a nonresidential two-year institution of higher education that serves Central Virginia principally residents of the City of Charlottesville and the counties of Albemarle, Buckingham, Fluvanna, Greene, Louisa and Nelson.

Our scenic campus is located in Albemarle County, Virginia. We are one of 23 community colleges in Virginia that comprise the Virginia Community College System (VCCS).

The primary role of the Help Desk Tech I position at PVCC is to provide first level (Tier I) helpdesk support to our faculty, staff and students who contact the Technology Services helpdesk.

The Technology Services area provides support to the students, faculty, and staff of the college, to ensure innovative technology is readily available and functional, enabling the college to provide a positive, caring, and dynamic learning environment that promotes student success and community vitality.

In support of the mission of Technology Services, the TS Helpdesk provides direct support to the faculty, staff, and students of PVCC.

The helpdesk is open and staffed Monday Thursday, 8 AM 8 PM, Friday 8AM 5PM and Saturday 9AM-12PM, with modified hours during the summer.

This is a wage (part-time, non-benefits eligible) position offering flexible scheduling and working on an as-needed basis with an average anticipated schedule of more than 15 but less than 30 hours per week.

Responsibilities and expectations of this position may include, but are not limited to :

• Must be available to work on an as needed basis to fulfill helpdesk coverage requirements.
• Receive and provide appropriate assistance for support requests via phone, email, ticketing system, and in-person assistance.
• Documentation of efforts through the ticketing and inventory management systems.
• Act as a first point of contact for providing TS support to faculty, staff, and students.
• Supports internal and external events.
• Installs, operates, maintains, and supports client systems running Windows, MacOS, and iOS.
• Assist in users’ account access by resetting passwords and multi-factor authentication methods.
• Installation, movement, maintenance and on-going support of college endpoint hardware and software, networking equipment, servers.
• Installation, maintenance, and on-going support of classroom and conference room technologies.
• Timely and accurate utilization of ticketing and inventory systems.

Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

KSA's / Required Qualifications

• Demonstrated experience providing high-quality Customer Service.
• Demonstrated experience in the use and configuration of computing devices (Laptops, tablets, cell phones, etc.
• Basic knowledge of Various OS’s including Windows 10 / 11, MacOS, and / or iOS.
• Strong written and verbal communication skills.
• Ability to lift 50 lbs.
• Ability to scale ladders.

Additional Considerations

• CompTIA A certification or equivalent.
• Demonstrated experience working in a helpdesk environment.
• Demonstrated experience working in a higher education environment.
• Intermediate knowledge of Various OS’s including Windows 10 / 11, MacOS, and / or iOS.

Last updated : 2024-05-10